Service Management Manager, Assistant Manager

Summary

Join GoGlobal as a Service Management Manager or Assistant Manager and oversee performance reporting, support the adoption of Service Management Practices, and achieve customer and operational excellence. You will perform ETL operations, develop Power BI dashboards, monitor service performance metrics, and support root cause analysis. Responsibilities include preparing data-driven reports, facilitating stakeholder meetings, and driving process improvements. The ideal candidate possesses strong analytical and communication skills, experience with Power BI and ITIL frameworks, and a passion for continuous improvement. GoGlobal offers a unique work environment prioritizing results over hours, with a focus on sustainable growth and a global team.

Requirements

• Proficiency in Power BI (dashboard development, DAX, data modelling)
• Strong understanding of ITIL / service management equivalent frameworks
• Familiarity with automation and digitalization tools to improve service efficiency
• Strong problem-solving and analytical mindset
• Ability to identify patterns and trends in service data to improve operations
• Excellent communication, presentation, and stakeholder management skills
• Ability to collaborate effectively with cross-functional teams and leadership
• Passion for continuous learning, innovation, and technical exploration
• Ability to thrive under pressure, staying agile and adaptable in dynamic and fast pace changing environments while maintaining resilience
• 5 – 7 years of work experience
• Experience in Shared Services or Business Process Outsourcing environment

Responsibilities

• Perform ETL (Extract, Transform, Load) operations to structure data for reporting and insights
• Develop, maintain, and enhance Power BI dashboards to track service performance, efficiency, and issue trends
• Monitor and analyse service performance metrics and KPIs to ensure service delivery
• Proactively detect service anomalies, performance gaps, and opportunities for improvement
• Support operational teams in root cause analysis (RCA) and continuous improvement activities
• Support in service management practices development and deployment
• Prepare and deliver accurate, data-driven reports and presentations to stakeholders, leadership, and clients
• Facilitate regular meetings with internal stakeholders to discuss performance insights and improvement plans
• Demonstrate enthusiasm in new technology exploration, experimenting with, and deploying new tools that supporting simplification of ways of working within service management and operations
• Stay curious and proactive in researching emerging trends, testing innovative solutions, and identifying opportunities to improve workflows through technology-driven enhancements
• Drive process improvement initiatives to simplify workflows and enhance end-user experience
• Collaborate with stakeholders to optimize resource utilization and service delivery
• Effectively communicate complex data insights and service performance trends in a clear, actionable manner
• Deliver engaging presentations and reports to drive informed decision-making at leadership levels

Preferred Qualifications

• ITIL Foundation certification or equivalent knowledge is an advantage
• Exposure to data analytics, automation, and digitalization projects
• Knowledge of workflow automation or AI-powered service tools is a plus

Benefits

Fully remote work, and hybrid options in some countries